The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Sven Mikolon, Anika Kolberg, Till Haumann, and Jan Wieseke
| Year of publication: |
2015
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|---|---|
| Authors: | Mikolon, Sven ; Kolberg, Anika ; Haumann, Till ; Wieseke, Jan |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 18.2015, 4, p. 513-528
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| Subject: | professional services | customer cognitive capacity | service complexity | personal selling | sales encounter | multilevel modeling | adaptive selling | Verkauf | Selling | Konsumentenverhalten | Consumer behaviour | Verkaufspersonal | Salespeople | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Komplexitätsmanagement | Complexity management | Kundenzufriedenheit | Customer satisfaction | Freie Berufe | Professional services | Unternehmensdienstleistung | Business services | Komplexe Systeme | Complex systems |